Summary of express customer service work

Summary of Express Customer Service (General 10)

How time flies! A period of work has ended. I believe you have gained a lot during this time. Write a work summary, draw lessons and guide future work. What kind of work summary should you have read? The following is a summary of express customer service that I have compiled for you (generally 6 articles). Welcome to read, I hope you will like it.

Summary of express customer service work 1 1, strictly abide by the company's rules and regulations, obey the organization and distribution, keep company secrets, be proactive, serious, flexible, rigorous and innovative;

2. Receiving orders: after receiving a phone call to ask the name of the other company, finally ask the other party to leave contact information for future communication. Ask each other about the product name, category, starting and ending place, how much each batch costs, when to operate, and what special requirements are there. It is best to ask the other party to provide the MSDS of the product. After understanding the other party's demand, according to our existing resources, if we can quote at that time, we will quote at that time. If we can't quote at that time, tell the customer that we need to analyze the product, measure the distance and call him later to quote. (according to the price search) whether the price is available, we must reply to the customer within 8 hours;

3. Place an order: clearly write the customer's requirements and precautions on the list of internal ministries and submit them to the documents;

4. Information entry: enter the detailed information into the form for easy searching;

5. Make daily cargo volume report;

6. Tracking: check the tracking table of delivery and release every day and inform the customer of the information;

7, exception handling, if there is any abnormal situation, it should be reported to the superior at the first time, and you can handle it yourself. If you can't handle it, you must respond;

8. Document management: arrange the receipts for customers every month, and keep them for our company if customers don't want them, arrange the driving list, arrange the delivery date of customers in the invoice, and arrange other documents;

9. Reconciliation: reconcile the details with the documents every month, and invoice as soon as possible after confirming the expenses with the customers;

10. Accounts receivable: cooperate with the finance department to confirm the unpaid amount with customers every month;

1 1. Answer the customer's phone: No matter who calls every day, make corresponding records and reply to the customer within 5 minutes;

12, statistical analysis of customer satisfaction;

13. The customer files are updated irregularly;

14, monthly operation statistical analysis.

I have not been an operator for a long time. Compared with many old hands, I am a novice. But this can't be the reason why I can be worse than others. On the contrary, the more because of this, the more I have to pay more energy and time to study than others in order to keep up with everyone's pace. When I first joined the xx platform, with my hard-working attitude, I was not only familiar with the operation and processing flow of the voice platform, but also had a deeper understanding of the whole operation flow of xx equipment, which made me more handy in my work.

However, as a mass service window and an ordinary customer service representative, 95598 not only needs to know some simple technical and professional knowledge, but also needs to communicate with customers and answer their inquiries and questions. So what I need more is to master comprehensive business knowledge and good service communication skills. In my usual work, I have carefully studied all kinds of new businesses, new knowledge and new activities, fully understood their spirit and kept it in mind; For some basic business knowledge, I often look it up, so that I can review the old and learn new things, and practice makes perfect. If business knowledge is the raw material for cooking, then good service and communication skills are superb chefs. Only superb cooking can show good quality and taste of raw materials, and so can service. If you don't have good language skills and communication skills, then no matter how much you know and how comprehensive you are, you can only cook jiaozi in the teapot-you can't pour it into your stomach. Therefore, I actively participated in various service knowledge trainings organized by the organization, learned relevant services and communication skills through the Internet, and applied them to service work.

Customer service in the new department. Integrity service, Haier President Zhang Ruimin has a famous saying: Under the same conditions, good service can win customers or "create" customers; Poor service will lose or "destroy" customers. Honesty is a kind of resource, a kind of capital and the soul of quality service. As an ordinary employee of the customer service center, I will look for the gap more carefully, and learn from the advanced experience of other "satisfaction windows" to learn from each other's strengths and make myself thrive in the customer service center.

Take "building a window number that people are satisfied with" as the banner and "your satisfaction is my pursuit" as the action slogan; Adhere to the principle of "taking the masses as the center, taking the market as the guide and taking the satisfaction of the masses as the purpose", so as to enrich the quality service work. Self-management, strictly implement the idea of serving the public and contributing to society, and do practical things and do good things for the people; Customer-oriented, and constantly improve the quality of service; Make sure to use 19 daily expressions of civilized service, such as "please", "hello", "What can I do for you", "What can I do for you" and "Please wait a moment", and it is strictly forbidden to use service "forbidden words"; Smile service, leaving a good impression of kindness, enthusiasm and soft tone to customers.

At the same time, pay attention to the implementation of various rules and regulations, in addition to doing a good job in learning, so that everyone knows it by heart, focusing on implementation. Strengthen the quality internally, shape the image externally and do a good job in business skills training. In order to meet the requirements of "service pattern", I insist on organizing business knowledge study regularly after work, carrying out on-the-job training activities and constantly improving my business skills. At the same time, do a good job of "passing, helping and guiding" new comrades and strive for common progress. With the continuous improvement of our own quality, we have also established an excellent service brand with high-quality service.

In the first few minutes of talking with the caller, I listened attentively to the caller's information, maintained a polite attitude and improved the quality of my work. When encountering complaints and feedback, we should understand all the requirements of the caller, accurately understand the meaning of the caller, grasp the center of the problem, try to avoid talking about unimportant things, and make relevant records to facilitate contact with users in the future and escort the normal working state. We should also pay a return visit afterwards. When users are dissatisfied, we should tell them seriously, try our best to solve problems for users, and let them worry about what customers think. In the continuous study, I found that my life is rich and wonderful. Originally silent, I have also become talkative, and I have been forgotten before, and I have also been recognized by everyone. However, due to personality defects, I missed many opportunities. So in the new day, I will make persistent efforts and do better. How time flies! In a blink of an eye, I have been busy in xx customer service center for more than a year. Looking back on the past, looking forward to the future, looking back on the bits and pieces of this year, there is no best for me, only better.

New customers need to spend a lot of time and energy to facilitate the transaction, but old customers are different, because they know our services and products, so as long as they are satisfied, they will go shopping by themselves without asking more questions. Therefore, maintaining old customers is our important task. Taobao's constant revision in recent years has also provided many new functions for sellers, and also noticed the importance of maintaining old customers, so it specially launched software for sellers to use, so that sellers can easily use Taobao tools to contact buyers and increase their feelings with buyers.

First of all, Want Want sends a message.

Ali Want Want is not only a tool for buyers and sellers to contact and exchange problems, but also one of the important tools for buyers and sellers to contact their feelings. With Alibaba Want Want, buyers can be added as contacts in groups, and messages can also be sent to buyers in groups. If there are new products or promotional activities, Alibaba Want Want's mass sending function can quickly notify buyers.

Second, send messages in the station.

It is also a way to contact the buyer by informing the buyer of the update of the store at any time through the letter in the station. On-site letter is similar to the function of sending emails on Taobao. We can send blessings on special festivals or buyers' birthdays through on-site letters, which will make buyers feel our goodwill, enhance the feelings between sellers and buyers, and let buyers always support our store. If both buyers and sellers are unwilling to go further, they may only be able to maintain a pure business relationship. But if we are enthusiastic, we will try to get close to the buyer and make friends with the buyer, then I believe that the two sides will not be limited to business relations, and the buyer will always support us.

Third, Ali online shop version.

Ali Online Shop Edition is a good assistant for sellers. Sellers above Samsung level can open Ali online shop version. Compared with the regular version, the online shop version has many functions that can help sellers better manage their stores, organize their treasures and contact buyers. Through the customer page, you can check the purchase quantity and amount of the buyer, which helps the seller to contact the buyer. Cheek can be set as the buyer's preferential amount, etc. And you can also check the buyer's transaction, transaction ratio and amount.

Fourth, SMS.

Mobile phone is a communication tool used by most people, and it also has the function of mass sending. We can accumulate the phone numbers of ordinary buyers, record the names, preferences and birthdays of each buyer, and then send a blessing message on the buyer's birthday, or send a message to the buyer according to the buyer's preferences when the buyer buys for the second time. I believe that intimate service will definitely make customers very moved, thus becoming loyal customers of the store.

Summary of Express Customer Service 4 20xx years have passed. Looking back on the work of the past year, I feel deeply and time flies. Unconsciously, I have been working in the company for more than a year. In my opinion, this is a short and long year. The short thing is that time has passed and I have mastered more work skills and professional knowledge; Being an excellent customer service staff has a long way to go, and the road ahead is still very long.

Many people don't know about customer service, and think it's simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. Customer service staff should not only receive all kinds of logistics progress, consultation, complaints and suggestions from customers, but also follow up the work of various departments in time and pay a return visit to customers. In order to improve work efficiency, we should also be responsible for the statistics and archiving of all kinds of information, so that all kinds of information can be stored more completely, searched more conveniently, and the integrity of original data can be maintained, and all work should be carried out according to standards.

The following is a summary of my main work in 20xx this year:

1, according to the requirements, archive the customer's files, and track and update them in time when changes occur;

2. Respond to customers' inquiries in time and record them on the logistics information registration form;

3. Classify the problems reflected by customers and contact the courier for follow-up feedback;

5, accept all aspects of information, notify the relevant departments and personnel for processing, and make records at the same time, and track this process, and pay a return visit after completion;

6. Data input and file arrangement. Seriously enter and print the company express, make forms and documents according to the needs of each department, and draft reports;

7, the replacement of old and new forms and put into use;

8. Complete other tasks assigned by superior leaders.

In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. Customer service work summary and plan. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. Now I deeply understand the true meaning of professionalism and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.

Express customer service summary 5. Being engaged in express customer service is a very patient and challenging job. Regardless of the length of time, customer service can give people great growth. The following is a summary of my personal express telephone customer service work.

Here, we hold a pre-shift group meeting every morning. Each group leader will summarize some mistakes from yesterday's outgoing and incoming calls, and emphasize what problems should be paid attention to in today's outgoing calls the next day; Here, our team members, team leaders and students make cases with each other, find our shortcomings from one case to another, and strengthen our standard speech skills, so that we can calmly deal with all kinds of difficult customers; Here, we discuss the blackboard design of each team in each group, and every student actively participates in the discussion. Everyone expressed their opinions and exchanged views with each other. Qi Xin cooperated to complete the design and production of the blackboard newspaper; Here, we hold a big group meeting every day before going to work, and the leaders of the building will praise outstanding students in all aspects and encourage students who have made progress; Here, many good deeds happen every day. Although these things are small, what we feel from these small things is as warm as our big family. Here, we will record our work speech every day, and record every bit of our work; More importantly, here, under the influence of corporate culture, we constantly improve our overall quality and improve ourselves. This tense and busy atmosphere makes me feel a little stressed when I am a little lazy on weekdays. But the enthusiasm, welcome and smile of the old seat and new classmates infected me and made me relax. Listening to the kind and skilled words of the old employees, watching their skillful operation and appreciating their seriousness and perseverance in their work, the impetuous youth has also faded and become more mature and stable.

Summarize the following points from this year's work:

First, based on their own duties, love their jobs and dedication.

As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.

Second, study hard and keep pace with the times.

I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff in the express delivery industry, I deeply understand that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.

1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.

2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.

In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with new services, and let me solve customers' problems with new services.

Express customer service summary 6 20xx years, through the work to understand the workflow of the express company, as a customer service staff contacted the field of express logistics. What I have done may be complicated, but it is an unforgettable experience, with helplessness, experience and sentiment. Contemporary college students should boldly go out and exercise their survival ability. The follow is a summary of my personal work:

First, deal with the problem.

Some express mail recipients have the wrong phone number, or the phone is turned off, or the address of the recipient is beyond the service scope of the courier company, that is, the salesman can't deliver it, the recipient is unwilling to pick up the express mail at this station, or the express mail is damaged or sent by mistake during delivery, and the customer says that he doesn't know the sender and asks to return it ... The express mail that can't be delivered to the recipient is a problem.

As customer service staff, we should deal with problems in time. For the express mail beyond the service scope of the courier company, the customer service staff should first call the recipient to explain the situation and let the recipient pick it up at this station. If the customer is willing to pick up the parts at this site, the customer service staff should explain the specific address of this site to the customer, and then put the express mail in a special framework for the customer to pick up the parts. For all problems, it is necessary to report the situation to the national networking system, and report the receiving problem to the sending place of the express mail through the cuckoo. After contacting the sender, the customer service of the sending place will inform the customer service of this site in time after determining the solution. For damaged packages, after determining the weight, they will generally be repackaged by this site and sent out. For the wrong number, the customer service at the sender will contact the sender to determine the new contact information of the recipient, and then inform the customer service at the sender through the cuckoo, and the customer service will handle it in time. For the express mail that is not in the area and the customer does not pick it up at home, the customer service at the sending place will generally choose to turn it over and let other courier companies send it.

Second, upload the express data sent and received by this station.

Express the express mail sent from other sites to this site. When the express mail sent by this site to other sites enters the warehouse, the salesman scans the data with a gun scanner. After the salesman started sending parts, the customer service staff uploaded the gun data to the national networking system, so that the system could show that it was sending when making online inquiries. Then compare the express mail received by this station with the express mail data to be sent to this station on the system to get the express mail data whether it has arrived or not, and send the data to the express delivery group to remind the sending station to follow up in time.

Third, answer the phone and serve customers.

Some companies or individuals call to ask for some information, such as the calculation method of express delivery company charges and whether express delivery can be delivered to a certain city or town. For this problem, we should look up the latest national service scope table on the computer or call the relevant website to ask. The receiver or sender calls in and asks if there is any express mail being delivered, where it is delivered, when it will be delivered to the receiver, and if it has been signed, whether it will be signed for me ... For this kind of problem, the customer service staff can find the information they want by entering the express number on the system.

This kind of work is complicated, so you should pay attention to polite language when answering the phone. Some customers don't want to pick up the express mail themselves, and they will be very dissatisfied with the service of the courier company and complain to the customer service staff. Some customers' express mail is urgent, and they always call in to rush it, that is, let the salesman send a certain express mail ... These situations often happen, and one person will be too busy, so when dealing with these problems, we must prioritize. This kind of work tests people's ability and endurance in dealing with emergencies.

The above is my personal work summary. I hope we can solve all the problems without complaint in the new year.

Express customer service summary 7 I successfully completed this year's customer service work. There were some setbacks in this process, but most of the time it was smooth. This makes me very gratified. At first, I felt that I was not suitable for the job of customer service, because I felt that my ability to deal with emergencies and things was not particularly strong. But when I entered the company and really sat in this position, I found that there is no suitable in this world, only you are willing to do it. We are born as human beings, and what we need to tolerate, learn and change is often more than what we are willing to do. There are some things waiting for us to try to discover, because when you are adventurous, you will be a more innovative and enterprising employee, and leaders will often appreciate those who have ideas and goals. So this year, I have grown a lot, from stuttering at the beginning to being eloquent now, which also witnessed my efforts and continuous progress. Here, I also want to thank those companions who have been helping me accompany me. You have given me encouragement and confidence again and again. When I am in trouble, you tell me, maybe the next moment will be fine. A person can be smooth sailing, not only by his own efforts, but also by a group of people behind him supporting us.

The New Year comes to us in a long cloak. This is the end of time and the beginning of time. This year, I strictly abide by the law in my work and do a good job in every little point. There is no precedent for being late for work and absenteeism, and it is also a good example for colleagues. In the next year, I will better uphold this attitude and continue to work hard. Every day in the future, I will maintain a positive learning attitude and a good working attitude. I am also eager to make my career by going up one flight of stairs in this customer service job.

In the coming year, I will make continuous efforts from my service attitude, policies, customer first, learning from peers and maintaining the company image. Only by making myself an invincible person will I have more confidence to try more difficulties and my career will get better and better. The new year is coming, here I want to wish you all continue to make a fortune in the new year, and the company can soar and have unlimited prospects!

Some people say that time flies, and now I finally realize it. Unconsciously, I have been in the company for more than half a year. In order to better promote my work, I will summarize and report my personal work in the past six months as follows:

On June 17, after intense training of all operators, we were finally able to work alone. As the saying goes, there is no Fiona Fang without rules. There is no doubt that in our daily work, we must first abide by every rule and system of the company, implement every workflow and remember every standard clause. In addition, I think we should also pay attention to the following details and constantly improve ourselves in practice.

Over the past six months, we have made some achievements and won the affirmation and praise of a few citizens. Of course, we cannot be complacent. What we need to do is to make persistent efforts and continue to help more citizens with our enthusiasm.

Of course, there are also many shortcomings in the work. First, the initiative is not enough. Some things you don't understand must wait until the citizens come to consult. On the one hand, it delays the citizens' time, on the other hand, it also brings trouble to their work, because people who usually come to consult are impatient. If you can answer the public directly, you don't have to go to great lengths, so sometimes you have to understand everything as early as possible. Second, I don't know how to put myself in the other's shoes and worry about the public. Sometimes the problems reflected by the public are very difficult, but our own strength is often far from enough. If we only report it to the relevant departments and do not follow up, this matter may wait and wait, or it may sink into the sea and be in the foreseeable future. Therefore, if we can stand on the public's side, treat their affairs as our own, and try our best to help and urge them, maybe the public will be more satisfied with us. Third, deterrence is not enough. Of course, this cannot be solved by one's own strength. When we help the public solve problems, we will always encounter problems of one kind or another. I think it may be because this platform is newly built, not many people know it, and I don't know the importance of our platform. When we need some departments to cooperate with us, we often get unsatisfactory answers, which has caused great trouble to our work progress. Of course, we have no right to blame them. Maybe they have their own difficulties, but this is the disadvantage of our work. It is not that we make excuses for our dissatisfaction with our work, but that we hope the public can understand us sometimes, which may bring confidence to our work.

Speaking of the expectation of the convenience hotline: I have been watching a program "My uncle is new and old" on the platform of the sea. Their program has been broadcast for more than three years, and the ratings have been high. Of course, this may have something to do with their TV media. I don't know if their original intention was similar to ours, but at least now it seems that they are successful, because their program time is increasing, from the original 25 minutes to 35 minutes, and now it is extended by half an hour. I hope that one day our platform will be as prosperous as theirs.

One of the basic characteristics of our work is that we don't meet callers and transmit information through voice, so our facial expressions, tone of voice and intonation are more important. Although I am an ordinary operator, I know that I

Our every move, every word and deed represents the image of our company. Therefore, on the phone, an excellent operator must have a smile, a calm tone, a relaxed tone, and appropriate words, giving the caller a pleasant feeling, making the caller infected by our relaxed pleasure and making the work better. From the moment I took up my post, I made up my mind that I must be a qualified and excellent operator. Speaking of it, it is easy to be an operator, but it is difficult to be an excellent operator. A journey of a thousand miles begins with a single step. I learn from small things, learn from small things.

Everyone says that if you want to do a good job, you must first love it. In this more than half a year's work, I found that I like this job more and more. In my future work, I believe I will abide by every rule and system of the company, make a good work plan for the operator, implement every work flow and remember every standard clause. Be strict with yourself: there is no best, only better.

I clearly know that I still have a long way to go to become an excellent operator, but I believe I will continue to learn, sum up experiences and lessons, learn from each other's strong points and make it better in the future!

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